Hybrid Production Support Engineer

at HHAeXchange

• Job title: Production Support Engineer
• Job type: Full Time
• Experience level: Junior, Mid level
• Salary: $83,000 - $91,000 per year
• Degree requirement: Bachelor's Degree
• Tech skills: Cloud, MySQL, Postgres, Ruby, Ruby on Rails
• Location requirements: Hybrid, New York City, United States

About the role

• Production Support Engineer ensuring reliability of Ruby on Rails platform at HHAeXchange. Supporting operational health and handling incident response for production systems.

Responsibilities

• Troubleshoot and resolve production incidents across Rails framework services and cloud infrastructure, working from alerts, logs, metrics, and user-reported issues.
• Use interactive application access tools safely and effectively to inspect application state, diagnose issues, and validate fixes.
• Investigate and validate data directly in MySQL/PostgreSQL databases using read-only and controlled write access where appropriate.
• Create and maintain scripts, Rake tasks, and internal tools to streamline incident response, data verification, and operational workflows.
• Assist in incident response, including triage, escalation, documentation, and post-incident follow-ups.
• Collaborate with senior engineers and DevOps to identify root causes and propose long-term fixes.
• Build or enhance internal tools and dashboards that improve visibility into system health, data integrity, and operational risks.
• Monitor system health, key metrics, and operational risks using dashboards and APM tools such as Datadog, New Relic, and CloudWatch.
• Help improve runbooks, documentation, and operational playbooks for recurring issues.
• Gradually contribute to application code changes and bug fixes outside of active incident work.

Requirements

• Bachelor’s degree in Computer Science, Software Engineering, or equivalent practical experience.
• 2+ years of experience in software development, technical support, DevOps, or a related engineering role.
• Hands-on experience with Ruby on Rails (academic, internship, or professional).
• Comfort using a Rails console and understanding of Rails application structure.
• Basic working knowledge of relational databases (MySQL or PostgreSQL), including querying data.
• Strong problem-solving skills and the ability to debug issues methodically.
• Ability to learn new systems quickly and work effectively in a production environment.
• Clear written and verbal communication skills, especially during incident response.
• Willingness to explore and adopt AI tools responsibly to enhance productivity and innovation in your role

Benefits

• competitive health plans
• paid time-off
• company paid holidays
• 401K retirement program with a Company elected match
• other company sponsored programs